Support Engineer (L3)

Level 3 Support Engineer

Type: Full-Time Employment Location: 100% Remote in North America (work from home)

Who We Are

Cut+Dry is a fast-growing FoodTech startup searching for flexible go-getters who welcome the challenge of meeting the needs of a rapidly expanding business. Our company is revolutionizing the $300B US food supply industry by connecting foodservice distributors, their customers, and their suppliers on a single all-in-one order management, shopping, payment, and tracking platform to save valuable time and build more profitable businesses.

The Cut+Dry founders and executive team have a background uniquely suited to attack this complicated problem. Consisting of lifelong Silicon Valley entrepreneurs, the leaders have built and exited multiple startups and possess deep domain expertise in the restaurant and food supply chain business. They have sold previous startups to one of the world’s largest food distributors.

Who We’re Looking For

Cut+Dry has developed an industry-leading product to bring food distributors online, increase their sales, and future-proof their businesses. The company has proven its market fit with high customer satisfaction and a successful track record. We are expanding and bringing our product to the entire market.

As an L3 Support Engineer, you will play a critical role in providing expert-level technical assistance to our customers, ensuring their success with the Cut+Dry platform. You'll act as the final escalation point for complex issues, combining your deep product knowledge with exceptional problem-solving skills and coding expertise to resolve challenges and maintain customer satisfaction. You will collaborate closely with L1 and L2 support, software engineers, and product teams to identify root causes, implement solutions, and contribute to the continuous improvement of our platform.

Responsibilities:

• Provide expert-level technical support to customers, troubleshooting complex issues escalated from L2 support, including functional bugs, performance bottlenecks, and integration challenges.
• Analyze customer problems, identify root causes, and develop effective solutions, escalating to the engineering team when necessary.
• Take ownership of critical customer issues, coordinating with internal teams to ensure timely resolution and clear communication throughout the process.
• Contribute to the continuous improvement of the Cut+Dry platform by identifying recurring issues, suggesting product enhancements, and collaborating with the development team on bug fixes and feature implementations.
• Develop and maintain comprehensive documentation, including knowledge base articles, troubleshooting guides, and FAQs, to empower customers and internal support teams with self-service resources.
• Stay up-to-date on product updates, new features, and industry best practices to provide accurate and timely support.
• Participate in on-call rotation to provide after-hours support for critical issues, ensuring 24/7 coverage for our customers.
• Contribute to the development and refinement of internal support processes and tools to optimize efficiency and effectiveness.
• Mentor and train L2 support engineers, sharing your expertise and contributing to their professional development.
• Leverage your coding skills to automate tasks, analyze logs, and develop tools to improve the efficiency and effectiveness of the support process.
• Contribute to the codebase by fixing bugs, implementing minor enhancements, and assisting with testing and deployment of new features.

Qualifications:

• Bachelor's degree in Computer Science or a related field, or equivalent work experience.
• 3+ years of experience in a technical support role, with at least 1 year focused on L3 support or software development, preferably in a SaaS environment.
• Strong understanding of software development principles and experience troubleshooting complex technical issues in a multi-tiered architecture.
• Extensive hands-on experience with web technologies, APIs, databases, and cloud infrastructure (AWS preferred).
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Mandatory Experience:

• Bachelor's degree in CS or 4-5 years of relevant developer experience.
• 3+ years of experience in developing high performance and highly scalable applications in an agile environment.
• (Preferred) Exposure to payment systems such ACH API and payment gateways.
• Extensive hands-on experience and expertise in modern programming languages (Java, JavaScript, PHP, React, Python, Graphql, MySQL)
• Strong understanding of Scrum, Lean, XP, Kanban and other agile development techniques
• Strong experience building and deploying applications on a cloud platform such as AWS
• Fluency in DevOps, including continuous integration, continuous deployment / delivery, configuration and containerization, infrastructure as a code, and monitoring  

Competencies:

• Customer-centric approach with a passion for providing exceptional support.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration skills.
• Ability to work effectively under pressure and manage multiple priorities.  
• Proactive and solution-oriented mindset.
• Passion for continuous learning and development.

Why Work at Cut+Dry?

• Results-driven company culture that encourages a balanced lifestyle.
• Base salary + stock options package.
• Paid Medical, Dental, and Vision.
• 401k Plan.
• Unlimited PTO.
• Flexible remote (work-from-anywhere) environment.
• Workspace equipment provided (computer, external monitor, and VoIP headset).